About this role
Job summary
We are looking for a friendly, professional and enthusiastic Medical Receptionist to join our supportive team at Acklam Medical Centre. This is an exciting opportunity to become part of a forward-thinking GP practice where patient care, teamwork and excellent customer service are at the heart of everything we do.
As one of the first points of contact for our patients, you will play a vital role in ensuring they receive a welcoming, efficient and compassionate service. Working in a busy and rewarding environment, you will manage appointments, respond to patient enquiries, support the clinical team and help the practice run smoothly each day.
If you enjoy working with people, thrive in a fast-paced environment and want to make a genuine difference to your local community, we would love to hear from you. In return, we offer a supportive team culture, opportunities for training and development, and the chance to build a rewarding career within primary care.
Main duties of the job
The successful candidate will provide a professional and welcoming reception service to patients, visitors and healthcare professionals. Duties include booking appointments, managing telephone and online enquiries, processing prescriptions, handling patient registrations and medical records, and supporting the day-to-day administrative functions of the practice.
Working as part of a busy multidisciplinary team, you will help ensure patients receive timely access to the right care while maintaining confidentiality, delivering excellent customer service and contributing to the smooth and efficient running of the practice. Previous experience in a GP practice is desirable but not essential, as full training will be provided for the right candidate.
About us
Acklam Medical Centre is a friendly, forward-thinking GP practice serving approximately 11,500 patients in Middlesbrough. We are committed to delivering high-quality, patient-centred care while creating a positive, supportive and inclusive working environment for our staff.
Our multidisciplinary team works collaboratively to provide excellent care, embracing innovation, digital technology and continuous improvement to meet the needs of our diverse patient population. As an accredited Veteran Friendly Practice and a practice actively involved in teaching and developing the future primary care workforce, we are proud of our strong values, commitment to learning and focus on staff wellbeing.
We recognise that our people are our greatest asset. In return for your commitment, we offer a welcoming team culture, opportunities for training and career development, access to the NHS Pension Scheme, generous annual leave entitlement and the chance to make a real difference to the local community every day.
Job description Job responsibilities
Welcome patients, visitors and healthcare professionals in a friendly, professional and compassionate manner. Answer incoming telephone calls promptly and deal with patient enquiries efficiently. Book, amend and cancel appointments using the clinical system in accordance with practice procedures. Signpost patients to the most appropriate clinician or service based on their needs. Register new patients and process patient deductions and record transfers. Process repeat prescription requests in line with practice protocols. Receive, sort and distribute incoming post and prepare outgoing correspondence. Scan, code and accurately file clinical and administrative documents onto patient records. Maintain accurate patient demographic information and update records as required. Manage incoming online requests and electronic communications. Liaise with GPs, nurses and other members of the multidisciplinary team to ensure continuity of patient care. Handle confidential patient information in accordance with GDPR, the Data Protection Act and NHS confidentiality requirements. Respond to patient queries both face-to-face and electronically in a professional and empathetic manner. Assist patients with online services, registration and digital access where appropriate. Process requests for medical records, test results and other administrative enquiries in line with practice policy. Monitor and maintain reception and waiting areas to ensure a welcoming environment. Take payments where applicable and accurately record financial transactions. Escalate urgent clinical concerns to the appropriate clinician in accordance with practice protocols. Support the practice with administrative tasks and quality improvement initiatives as required. Work collaboratively with colleagues to ensure the smooth and efficient running of the practice.
Undertake mandatory training and contribute to a positive, supportive and patient-focused team culture.
Person Specification
Experience Essential
Experience of working in a customer service or receptionist role. Excellent communication and interpersonal skills. Experience of dealing with members of the public in a professional and empathetic manner. Ability to work effectively in a busy, fast-paced environment. Good organisational skills with the ability to prioritise workload. Experience of using computer systems and Microsoft Office applications. Accurate data entry and attention to detail. Ability to work as part of a team and independently when required. Understanding of the importance of confidentiality and data protection. Ability to remain calm and professional when dealing with challenging situations.
Desirable
Previous experience working in a GP practice, primary care or other NHS setting. Experience using a clinical system such as SystmOne Knowledge of NHS primary care services and patient pathways. Experience of managing appointments and patient registrations. Experience of processing repeat prescription requests. Understanding of medical terminology. Experience of handling confidential medical records. Experience of using online consultation or appointment systems. Knowledge of Care Navigation or Active Signposting principles. Experience of working within a multidisciplinary healthcare team.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Acklam Medical Centre
Address Trimdon Avenue
Acklam
MIDDLESBROUGH
TS5 8SB
United Kingdom
Employer's website https://acklammedicalcentre.co.uk (Opens in a new tab)